Customer Experience Magazine

CX strategy has long relied on an unwritten bargain. In exchange for fluid digital convenience and swift service resolution, consumers silently ceded control of their personal data. Yet the enforcement of updated EU artificial intelligence data governance

Pay is arguably the most important conversation an employee has at work. Yet fewer than a third of organisations believe their managers can explain pay decisions effectively. When the subject turns to AI, confidence collapses to 16%. That finding comes fr

Paying more per agent hour is not usually how a contact centre budget wins approval, yet that is exactly the trade an operator makes when it places customer service work in a nearby country rather than a distant one. What the premium buys is an overlappin

Frontline manager friction has a simple cause and a costly effect: disconnected systems leave managers fixing daily operational problems rather than leading their teams through change. That is the finding of a new study from Dayforce. The research, which

Zoom has fixed a security vulnerability in its screen-annotation tool that let one meeting participant discreetly take over another's computer. There was no click, no file, and no warning on the screen. The bug sat in the feature people use to scribble on

Two employers in two different regulated sectors, with no contact between their teams, spent this year solving the same problem and built the same answer, down to the design principle each used to describe it. A major UK retail bank with 65,000 employees

Customer experience is currently suffering from a curious form of operational schizophrenia. On one side of the balance sheet, boardrooms are allocating unprecedented volumes of cash toward automated systems. AI models no longer merely summarise call logs

Empathy has become a major priority for CX leaders. Everyone wants to prove they have it, particularly as consumers continue to worry about AI draining all of the "human spirit" out of customer support. The trouble is, measuring sentiment doesn't automati

Picture this. An AI agent was asked to book a gym class and ended up hacking a waitlist API instead. It cancelled another member's reservation without being told to, and with no way to undo it. It's a minor, almost comedic story on the surface level. Howe

Winning C-suite buy-in for employee experience rarely starts with a better engagement survey. In the accounts below, the shift came when people leaders connected EX to something the board already watched closely: revenue, absence, retention, and the quali